** Guest Service Agent/Night Auditor - Part-time**

**Job Category****:** Front Office **Requisition Number****:** PTGUE003098 Showing 1 location **Job Details**

**Description**

**Job Purpose**

The Award Winning Hampton Inn & Suites by Hilton Washington Road Augusta is seeking a dedicated Part-Time Guest Service Agent/Night Auditor. The primary purpose of the Guest Service Agent/Night Auditor is to greet and serve guests in a professional, gracious manner. Register guests; provide prompt and courteous service to the guest throughout their stay, resolve guest problems, close guest accounts upon check out and offer fond farewell to guests.

**Essential Job Functions**

**Guest Service Agent**

* Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.

* Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.

* Maintain cash bank per accounting guidelines. Comply with all accounting procedures.

* Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.

* Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.

* Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc.

* Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate. Close out guest accounts at time of check out. Properly file and retrieve registration cards.

* Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, travelers check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.

* Provide safety deposit boxes to guests in accordance with established hotel procedures.

* Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and facsimiles for guests.

* Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.

**Night Auditor**

* Assists all guests in a sincere and courteous manner, and whenever possible, going the extra mile and doing whatever it takes to ensure guest satisfaction.

* Registers and processes guests promptly upon arrival and departure, to ensure guest satisfaction.

* Verifies that all charges to guest accounts made during the day are correct, and posts room charges for that day so that all guest accounts are current and in balance by 6:00 a.m. the following morning or by the Brand Standards designated time.

* Demonstrates a working knowledge of all services and facilities of the hotel, as well as the local area, and effectively assists guests.

* Completes all credit card transmittals, direct bills, and no show billings for the day.

* Prepares all daily, monthly and yearly reports required by the property.

* Demonstrates the use of sales techniques to effectively sell the property, maximizing occupancy and average rate.

* Receives and processes telephone and walk?in reservations accurately ensuring guest satisfaction.

* Professionally and competently operates the telephone system according AURO Hotels and Brand standards

* Acts as manager on duty in the absence of the General Manager.

* Understands and applies all hotel safety and security procedures to maintain a secure and safe environment for associates and guests.

* Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so that prompt corrective action can be taken.

* Responsible for check?in, checkout, selling skills, computer operation, telephones, tasks at the front desk.

**Experience/Education**

College degree preferred; High School Diploma and/or 2?3 years experience or equivalent combination of education and experience required.

*Auro Hotels is an Equal Employment Opportunity and E-Verify Employer. All applicants are subject to background and substance abuse screening prior to any offer of employment.*

**Qualifications**

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